The Deputy Head of Operations' role is pivotal in upholding customer trust by leading our Integration and Technical Support teams and fostering collaboration across internal stakeholders.
The ideal candidate must be customer-driven with strong critical thinking and have strong problem-solving abilities to proactively resolve issues in a dynamic environment.
• Support merchants in their implementation of payment processing technology
• Support merchants and manage incidents related to integration, including but not limited to configuration, troubleshooting, documentation, testing, reporting and go-live implementation
• Collaborate with internal teams to resolve issues that arise during customer trials, integrations or post implementation support
• Provide Management with progress updates and recommendations that impact customer satisfaction
• Maintain existing integration libraries, plugins, and documentation
• Address transaction, refund, reporting, system access issues and queries based on tickets
Requirements:
• Degree in Information Technology, Computer Science, Computer Engineering or equivalent with proven leadership experience in a similar role in the FinTech/Payment industry
• A team player with exceptional communication abilities, adept at fostering and sustaining strong relationships
• Capable of thriving in a customer-centric, results-driven setting
• Technical knowledge & experience in:
- PHP, JavaScript and .Net
- WAMP/LAMP stacks
- Git Version Control
- JIRA
• Occasional regional travel to be expected, approximately 2-3 times a year
